24-month hardware warranty
Every unit we ship carries a 24-month warranty against manufacturing defects, counted from the invoice date. It covers the hardware. It does not cover damage caused by how the unit was installed, powered or looked after.
What the warranty covers
The cover runs for 24 months from the date on your invoice, not from the day you install the unit. Keep the invoice: it is the proof of purchase and it carries the order reference we need to open a claim.
- A unit that does not power on or does not boot, out of the box.
- A component that fails in normal use: a sensor that stops reporting, a lens that will not focus, a lock motor that jams.
- A manufacturing fault in the housing, the connector or the mounting hardware.
- A firmware fault in our own shipped build that we cannot correct with an update.
If a covered unit fails, we repair or replace it at our option. Replacements may be a new unit or a factory-refurbished unit of the same model or better.
Cover at a glance
| Length | 24 months from invoice date |
|---|---|
| Covers | Manufacturing defects in the hardware |
| Claim response | Within 1 business day |
| Outcome | Repair or replacement, our choice |
| Freight to us | Buyer pays, credited when the fault is ours |
| Freight back | We pay on approved claims |
| Extended cover | Quoted per order for business buyers |
What the warranty does not cover
These exclusions apply to every model. If your situation is not on the list, ask us before you assume either way.
Water ingress on non-weather-rated models
Indoor units carry no IP rating and are not covered if they are installed outdoors, in a damp space or under a leaking roof. Only models listed as IP65 or IP67 on their specification table are covered for outdoor use.
Lightning, surge and overvoltage
Damage from a storm, a grid spike or an inductive surge down a long cable run is not a manufacturing fault. Fit surge protection on exposed runs; the cost is small compared with a write-off.
The wrong power supply
Running a 12 V unit on 24 V, or a PoE device on a passive injector that does not match the voltage in its specification table, voids the cover for the damaged unit.
Units opened or modified
A unit with a broken seal, a drilled or cut case, a replaced connector or third-party firmware is outside the warranty.
Consumables
Batteries, storage cards and mounting tape wear out with use and are not covered. A card that fails while recording is a storage fault, not a hardware fault in the unit.
Normal wear and accidental damage
Scratched lenses, cracked screens, corroded terminals from a damp cabinet, chewed cable and drops are all outside the cover.
How to make a claim
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1. Find the model code and order reference
The model code is printed on the unit and on its box, in the form PV-C4T4K. The order reference is on the invoice, in the form REQ-20260314-4821.
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2. Email the details
Send both references, the quantity affected and a short description of the fault to support@preventivesec.com. Tell us when the unit was installed and what it is powered from.
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3. Add photos or a short clip
A photo of the unit, the label with the model code, and the power or network connection. A 20-second video of the fault saves a week of back-and-forth.
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4. Receive an RMA number
If the claim looks covered, we reply within 1 business day with an RMA number and the return address. Nothing comes back to us without one.
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5. Send the unit in
Pack it with the accessories that came with it and write the RMA number on the outer carton. You pay the carriage to us, and we credit it back on the invoice when the fault is confirmed as ours.
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6. Repair or replacement
We test the unit and either repair it or send a replacement, at our option, usually within 5 business days of arrival. Return carriage on an approved claim is on us.
Advance replacement
If a failed unit is holding up a site, ask for an advance replacement. We ship a working unit first and take the faulty one back afterwards. Advance replacements are offered on approved claims and are charged if the returned unit turns out to be outside the warranty or is never returned.
Advance replacement is not automatic. It depends on stock of the same model, and it is confirmed in writing on the RMA email before anything ships.
Extended cover for business buyers
Businesses running several sites, or a fleet of vehicles, can ask for extended cover quoted per order. It extends the cover period beyond the standard 24 months and can include a fixed turnaround time and a spares float.
Extended cover is priced for the specific bill of materials, so there is no rate card on this site. Send the model list, the quantities and the site count to orders@preventivesec.com and we will quote it in writing.
Your statutory rights
This warranty sits alongside your legal rights as a buyer, and nothing on this page limits them. Faulty goods are dealt with under the warranty first because it is usually the faster route.
Open a warranty claim
Email the model code, the order reference and a photo. We reply within 1 business day.